Senior Manager, Client Experience

Brobston Group; Irving (TX); On-site; USD 115,000 - 130,000; Full time

Job summary

Louis Vuitton is seeking a Senior Manager, Client Experience in Irving, TX. You will lead a team of Team Managers who supervise Client Advisors handling client contacts via phone, email, chat, and social media.

The role focuses on strategic collaboration to hit KPIs and deliver top-tier client experiences. Responsibilities include mentoring teams, driving product and service excellence, and leveraging new technologies to improve workflows.

Qualifications

• 6+ years in a similar role leading teams in retail or luxury retail.
• Strong analytical skills with the ability to identify trends and drive action.
• Proven track record of building high-performing teams.
• Excellent communication skills, written and verbal.
• Proficient in Excel and PowerPoint.
• Ability to learn quickly in a fast-paced environment and manage multiple tasks.

Responsibilities

• Lead and support a team of Team Managers overseeing Client Advisors.
• Collaborate with multi-level partners to meet KPIs and enhance client experience.
• Translate strategies into actionable workflows across systems.
• Foster development and mentorship of selling and service behaviors.
• Deescalate client issues and maintain high client satisfaction.

Skills

Team leadership

Client experience

Analytics

Excel

PowerPoint

Communication

Tools

Excel

PowerPoint

Job description

As a Louis Vuitton Senior Manager, Client Experience, you will effectively lead and support a team of Team Managers who are each responsible for a group of Client Advisors (handling client contacts via phone calls, emails, chat, and social media).

In this role, you will strive to use strategic activities in collaboration with multi-level partners to proactively foster the achievement of quantitative and qualitative KPIs and ensure that the highest level of client experience is delivered. The Senior Manager should embody strong skills in the development, mentorship, and refinement of team selling & service behaviors. In addition, the ability to integrate new technologies, and workflows into existing business practices and translate these strategies clearly throughout the organization is essential.

Work Experience/Skills

• Minimum 6+ years in a similar role leading others, preferably in a client-centric environment as management in retail, luxury retail, digital selling, or hospitality
• Strong grasp of all business metrics and ability to strategize sales/business to identify trends and opportunities and develop strategic action plans.
• Proven track record in developing highly successful teams
• Strong intuition for business, highly analytical, able to present and drive an idea
• Great communication skills, both written and verbal
• Very proficient in Excel, PowerPoint, and Microsoft Office Suite applications
• Ability to learn quickly and maintain a high-performance level in a fast-paced environment
• Excellent organization skills; effective time-management skills
• Proactive self-starter that is solution and detailed-oriented and can work with minimal supervision
• Exceptional interpersonal skills, ability to interact with all levels of employees within the organization with the ability to build rapport with clients and peers with excellent follow-up skills
• Composure under pressure and ability to deescalate calls
• Ability to handle multiple tasks simultaneously
• Technically savvy and ability to use multiple systems simultaneously (up to 14 at a time) with the ability to navigate systems while speaking to a client and building a conversation
• Resourceful and seeks out information to continuously build product/systems knowledge
• Motivated to exceed desired outcome/results

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture passionate about meaningful strategies aimed at crafting an inclusive workforce.

The selected candidate will be offered a salary range of $115,000-$130,000 per year and will be eligible for a comprehensive benefits package, unparalleled career development opportunities locally and globally, and industry-leading training designed to provide deep insight into the luxury and retail environment.